Senior Service Delivery Manager

THE ROLE

As a Service Delivery Manager, you will play a crucial role in orchestrating an integrated delivery model for our Technology, Data, and Delivery team based on service orientation, value streams, and business agile delivery concepts.

Your primary responsibility will be to streamline work by implementing a service orientation structure, model, & tools to better manage and measure the flow of work such that high value items are worked on first, work ambiguity is reduced, and it enables more predictable metrics on delivery efficiency.

As a vital facilitator for delivery teams, you'll play a crucial role in coordinating and planning of key Kanban meetings at various levels such as Program (focusing on strategic alignment) and Tactical (targeting team operational efficiency).

By implementing Jira and Confluence workflows & dashboards, you will streamline processes and foster a highly collaborative environment among cross-functional teams.

Your efforts will significantly enhance collaboration and optimize delivery outcomes.

Your primary mission will be to enhance our service delivery, focusing on visualizing work, managing flow, and continuously improving delivery processes to ensure efficient and effective outcomes.

You will leverage Kanban methodologies to prioritize high-value work, reduce work in progress (WIP) limits, and foster a culture of transparency and continuous improvement.

Collaborating closely with cross-functional teams, you will drive the adoption of Kanban principles, enabling better predictability, throughput, and customer satisfaction.

You will report into Senior Director, Delivery Practice & Portfolio Reporting and continuously learn from seasoned leaders, fostering your professional growth with each project.

Based in Toronto’s financial district and has a hybrid work model ( 2 days / week in office).

KEY ACCOUNTABILITIES :

• Refine and manage a streamlined delivery model using agile and Kanban methodologies to enhance workflow efficiency and stakeholder value.
• Lead and foster a collaborative environment with business, portfolio leads, solution architects, and project teams, promoting Kanban principles and continuous delivery.
• Implement and refine Kanban systems for better work visibility and flow, using boards, WIP limits, and metrics to boost delivery efficiency.
• Serve as a key facilitator for delivery teams in cross-functional and Kanban planning meetings at program and tactical levels, using Kanban concepts and metrics for team alignment, value prioritization, and efficient delivery.
• Drive the effective implementation and use of Jira and Confluence to support Kanban workflows, ensuring project visibility and accurate delivery tracking.
• Identify and implement Kanban process improvements to increase efficiency, optimize and expose constraints, and improve delivery quality.

Encourage a culture of ongoing enhancement in processes, tools, and workflows.

Ensure delivery excellence by meeting or exceeding customer expectations, actively seeking feedback, and applying Kanban metrics for continuous quality improvement.

QUALIFICATIONS & EXPERIENCE :

• A Bachelor’s degree in a relevant field, with a minimum Kanban Management Professional (KMP) certification.
• 5+ years of proven experience in implementing and managing Kanban systems in technology or data-driven settings, with a strong grasp of Lean principles and Kanban practices.
• Deep knowledge of service delivery models, emphasizing continuous improvement and customer satisfaction.
• Exceptional facilitation, collaboration, and communication abilities, capable of engaging diverse teams and stakeholders effectively.
• Comprehensive understanding of project and portfolio management methodologies, including project lifecycle, risk management, and stakeholder communication.
• Skilled in using Jira and Confluence to support Kanban workflows, with a track record of customizing these tools for enhanced flow.
• Kanban Coaching Professional (KCP) certification is highly preferred.

Nice-To-Have Skills :

• Working knowledge of DevOps practices.
• Familiarity with flow metrics and predictability.
• Experience with Portfolio & Capacity Planning tools.

ATTRIBUTES :

Commitment to ensuring high levels of customer satisfaction through effective service delivery.

A creative and skilled facilitator who can effectively work with cross-functional teams to achieve common goals.

Strong verbal and written communication skills, ensuring clarity and understanding across all stakeholders.

Enthusiastic about driving and sustaining a culture of excellence in delivery and continuous improvement.

Able to thrive in a dynamic and evolving work environment, adapting to uncertainty, change, and challenges.

Continuous learner who’s constantly looking to develop your skillset and improve processes.

PERSONALITY TRAITS : Insatiably curious

Insatiably curious

Highly organized

Self-driven

Humble

Strong work ethic

Passion for learning

Empathetic

Collaborative

Authentic

Personable

Confident